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WO-01307957 ↗ ServiceMax

THOR • Support • PC

📍 NovoThor Customer - Milford CT — 383 ASPETUCK RIDGE RD, NEW MILFORD CT, 06776

Oct 6, 2025 → Oct 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 10, 2025
✓ SLA Met
Active: 4 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 7, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 7 → Oct 10, 2025
3 business days (counted)
Running total: 4 of ? biz days used
Created: Oct 6, 2025 Completed: Oct 10, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Oct 7 Ready for Scheduling ▶ Running 1 1
Oct 7 → Oct 7 Assigned ▶ Running 0 1
Oct 7 → Oct 10 Scheduled ▶ Running 3 4
Dispatch 0.0d
Coordinators 5.6d
Field Work 0.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.6 days
Over SLA
Field Work
0.5 days
Created: Oct 6, 2025 Due: Oct 10, 2025 Completed: Oct 10, 2025 (on time)
📅
4.6 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533097
NovoThor relocation
Closed
Q-00030450 NovoThor relocation this Friday 10-10-2025 at 8 AM at 383 ASPETUCK RIDGE RD NEW MILFORD CT 06776 The bed is staying in the same house just moving to the basement.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Sherry Reich
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01307957 (current) Invoiced
Support • Luis Torres
Created: Oct 6, 2025 • Closed: Oct 10, 2025
Completed with minor delays
Invoiced • 149 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Completed
0.5d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/7 KSmith -- Delivery is scheduled for Friday

10/6 KSmith -- Teams message to Stephanie to assist in assigning (Skillset issue). Not sure FSE needs skillset as I believe he is just an extra set of hands, but having Shawn confirm.

🔧 Work Performed
**Assisted in moving NovoThor bed to the basement of the home it is currently in.
🔍 Technician Findings
Unit in service
⚠️ Problem Description
Q-00030450 NovoThor relocation this Friday 10-10-2025 at 8 AM at 383 ASPETUCK RIDGE RD NEW MILFORD CT 06776 The bed is staying in the same house just moving to the basement.

Timeline

📞
Case Linked Oct 6, 9:23 AM
Case Number: 00533097
Subject: NovoThor relocation
Status: Closed
📋
▶
3 Work Order Created Oct 6, 3:19 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Oct 7, 10:30 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Stephanie Ramen
Technician: Luis Torres
📅
▶
2 Dispatch Scheduled Oct 7, 10:36 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 6m
⏳ 4.0 business days
⏱️
▶
2 3x Labor Added Oct 10, 12:06 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 3d 1h
🏁
Status: Closed by Luis Torres Oct 10, 4:25 PM
From: Completed
To: Closed
Duration in Previous: 4h 18m
⏳ 0.9 business days
📄
▶
2 Status: Ready to Bill Oct 13, 9:58 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.0 business days
🧾
Invoice Created Oct 14, 11:53 AM
Invoice Number: SM-243428

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00533097
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Support
Branch
ERLA - PROD
Technician
Luis Torres
Scheduled
Oct 10, 8:00 AM
Created
Oct 6, 3:19 PM
Invoice #
SM-243428

Work Details (4)

Name Type Status Qty Amount Date
WL-02961018 Expenses Open 1 $0.00 Oct 6, 3:19 PM
WL-02966402 Labor Open 1.5 $0.00 Oct 10, 12:06 PM
WL-02966403 Travel Open 45 $100.00 Oct 10, 12:06 PM
WL-02966404 Labor Open 2.5 $225.00 Oct 10, 12:06 PM

Details